Zesday — Grievance Redressal Policy

Version: 1.0 (DRAFT) Effective date: [[EFFECTIVE_DATE]]

⚠️ Draft for legal review against the Consumer Protection (E-Commerce) Rules, 2020, the IT (Intermediary Guidelines & Digital Media Ethics Code) Rules, 2021, the DPDP Act, 2023, and FSSAI requirements. Not effective until reviewed.

Zesday is committed to fair, time-bound resolution of complaints from Customers, Restaurants and Delivery Partners. This policy satisfies the mandatory Grievance-Officer requirements across the regimes above and explains escalation.

1. Grievance Officer

As required by the Consumer Protection (E-Commerce) Rules, 2020 and IT Rules, 2021, we have appointed:

• Grievance Officer: [[GRIEVANCE_OFFICER_NAME]]
• Email: [[GRIEVANCE_EMAIL]]
• Phone: [[GRIEVANCE_PHONE]]
• Address: Runway Studio Suites, 109, Gaur Yamuna City, YEIDA, Nawada, Gautam Buddha Nagar - 203201, Uttar Pradesh
• Working hours: [[GRIEVANCE_HOURS]] (e.g., Mon–Sat, 10:00–18:00 IST)

For data-protection matters (DPDP Act), contact the Data-Protection/Nodal contact [[NODAL_OFFICER_NAME]] at [[GRIEVANCE_EMAIL]].

2. How to raise a grievance

1. In-app Help is the fastest route (Customer app / Restaurant app / Rider app) — start here.
2. If unresolved, email the Grievance Officer with your order/partner ID and details.

3. Service levels (SLA)

We keep a ticket record for each grievance with timestamps, so resolution is auditable.

4. Food-safety complaints (FSSAI)

For hygiene, adulteration, foreign-object, or unsafe-food complaints: report via in-app Help with evidence (photo). We will (a) route it to the restaurant/FBO for resolution and (b) where required, support escalation to FSSAI's Food Safety Connect grievance channel and the State Food Safety Commissioner. Restaurants are contractually obliged to cooperate.

5. Payment / settlement / tax disputes

Restaurants and riders can dispute any statement line (commission, GST, TDS, penalty, refund funding). We re-examine against the immutable order ledger and, if an error is found, correct it via a new logged entry (never a silent edit) and explain the outcome.

6. Escalation beyond Zesday

If you are dissatisfied with our resolution, you may approach, as applicable:

• Consumer Disputes Redressal Commission (District/State/National) under the Consumer Protection

Act, 2019 — you may file where you reside;

• Data Protection Board of India for DPDP matters;
• FSSAI / State Food Safety authorities for food-safety matters;
• the appropriate authority for tax matters.

7. Records & reporting

We retain grievance records as required by law and, where the IT Rules require, publish periodic compliance reports (e.g., number of complaints received and actioned).

8. Non-retaliation

We will not penalise a Customer, Restaurant or Rider for raising a good-faith grievance.

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Prepared as a draft. Legal review is mandatory before use.